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Tier 3 Customer Support Specialist


Background:

We are looking for a passionate and experienced Tier 3 Customer Support Specialist to join the Customer Support team at Brilliant. As a Tier 3 Customer Support Specialist you will provide top tier support to our customers and call center agents. You will be an evangelist of Brilliant and our products.  

Primary Job Responsibilities:

  • Be the main escalation point for issues being escalated from our call center agents
  • Manage our Pro Support channel tickets
    • Phone, Email and Chat
  • Develop knowledge content for new releases (software and hardware) & for areas where no content is available
  • Develop and deliver product training to agents
  • Monitor and coach call center agents to ensure we are continuously improving our support and knowledge
  • Report & document issues and bugs while working with the engineering team to find a resolution
  • Take a data driven approach to providing insights about the product to Product Managers and Engineering teams.

Requirements:

  • 5+ years working as a top tier Technical Support representative
  • Excellent written and verbal communication skills with the ability to tailor complex technical issues to various audiences
  • A passion to do the right thing and drive complex issues to resolution
  • Experience supporting “connected” products
  • Understanding of electrical wiring in homes is a major plus -- licensed electrician ideal
  • Zendesk knowledge is a plus
  • Travel required